Program/Project Management Representativ

Project Role : Program/Project Management Representativ

Project Role Description : Deliver business and technology outcomes for assigned program, project, or contracted service. Leverage standard tools, methodologies and processes to deliver, monitor, and control service level agreements.

Must have skills : Incident Management

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Roles & Responsibilities

Own and manage end-to-end Incident Management process within the Command Center

Monitor, track, and resolve high-priority incidents ensuring minimal impact on business operations

Coordinate with cross-functional teams (Infrastructure, Applications, Network, Security) for incident resolution

Act as a point of contact for critical incidents and provide timely updates to stakeholders

Conduct Root Cause Analysis (RCA) for major incidents and ensure preventive actions are implemented

Maintain accurate incident records and documentation in ITSM tools

Ensure adherence to defined Service Level Agreements (SLAs) and escalation processes

Generate incident metrics and reports (MTTR, incident trends, recurring issues)

Drive continuous improvement initiatives to reduce incident volume and improve resolution efficiency

Collaborate with Problem and Change Management teams to prevent incident recurrence

Provide guidance and support to the incident management team

Work effectively in rotational shifts to ensure 24/7 coverage

Required Skills / Qualifications

Strong experience in Incident Management processes (ITIL framework preferred)

Experience with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong analytical, problem-solving, and decision-making skills

Excellent stakeholder communication and coordination abilities

Ability to manage multiple high-priority incidents in a fast-paced environment

Knowledge of IT infrastructure, applications, and cross-functional operations

Awareness of compliance, audit, and governance requirements

Flexibility to work in rotational shifts

, 15 years full time education